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Genband and IBM have partnered on a unified communications and collaboration, or UCC, software offering that leverages Genband's real-time communications services and IBM's cognitive computing capabilities.
With the partnership, Genband's Realtime Connections Client integrates with IBM Connections Cloud to allow users to collaborate in real time, such as making and receiving calls, from their IBM Connections platform in desktop and mobile environments.
The UCC software integration features cognitive computing capabilities for collaboration apps via IBM Watson and Genband's Kandy real-time communication capabilities. The integration can help organizations scale to employment changes and tailor collaboration to different employee needs, whether they're out in the field or in an office setting.
The service will be sold by the vendors' reseller partners to help organizations migrate from legacy communications infrastructure.
CaféX offers omnichannel customer service with Microsoft
Collaboration software provider CaféX Communications was named a Microsoft preferred solution partner for real-time customer assistance within Microsoft Dynamics 365.
The integration with Dynamics brings omnichannel contact-center capabilities to the platform and allows conversations between customers and agents to move between texting, co-browsing, and voice and video collaboration.
The integration uses CaféX's Live Assist WebRTC service and offers co-browsing technology that lets agents view a customer's mobile app or webpage from within Dynamics. Agents can also draw annotations, push files and fill out forms when co-browsing.
"The growth in customer use of chat, web and mobile applications has far outpaced [companies'] ability to update the premises-based contact-center infrastructure," said industry analyst Sheila McGee-Smith. "In tandem with a move to the cloud, companies recognize the need to arm agents with information that goes beyond the present interaction and provides a picture of the customer's entire journey."
Trials of the omnichannel contact-center integration will begin in November 2016. General availability is planned for early 2017. The initial offering will include web chat and co-browsing. Click-to-call and video collaboration capabilities will be available in a later release.
Unify offers pay-as-you-go communications for SMBs
Unify Inc. has announced an OpenScape Business offering for SMBs looking to curb the costs of deploying a communications platform. OpenScape Business Pay As You Go offers the same features as OpenScape Business, but with a more scalable subscription model.
In the new pricing model, SMBs pay a monthly fee within an Opex model for the amount of features and users they want to support. The model aims to reduce the overall cost of ownership for communications and collaboration services.
The platform is focused on startups; organizations with seasonal activities, such as increased contact centers during the holiday season; temporary projects; and freelancers. It offers organizations the flexibility to choose their deployment model, channel partner and feature set.
How WebRTC supports omnichannel customer service
The five stages of adopting UCC software
The challenges and benefits of collaboration software